· Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.
· Responsible for EWS, Total solutions, YTT and In warranty extension sales.
· Performs work in accordance to standardized policies and procedures.
· Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
· Documents problems in the support solution database for diagnostics and solution implementation.
· Ensure proper escalation procedures are followed.
· Responsible for customer satisfaction through effective handling of customer problems.
· Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.